Returns & Refund Policy

1. Overview

At AkBaat, we strive to deliver fresh, high-quality groceries. If you are unsatisfied with your order due to damaged, incorrect, or missing items, we are here to help. This policy explains your rights and the process for returns and refunds.

2. Eligibility for Returns and Refunds

You may request a return or refund if:

• Damaged products: Items arrive damaged, broken, or in poor condition.
• Wrong items: You received products different from what you ordered.
• Missing items: One or more items from your order are missing.
• Quality issues: Items are expired, spoiled, or significantly differ from their description.
• Partial delivery: Not all items in your order were delivered.

3. Timeframe for Reporting

• You must report any issues within 24 hours of delivery.
• Reports made after 24 hours may not be eligible for a refund at our sole discretion.
• For perishable items, complaints should be raised immediately upon delivery or discovery of the issue.

4. How to Request a Return or Refund

1. Contact our support team via phone at 0370-1733771 or email at akbaatofficial@gmail.com.
2. Provide your order number, a description of the issue, and photographic evidence where applicable.
3. Our team will review your request and respond within 24-48 hours.
4. If approved, we will arrange for a replacement or refund as appropriate.

5. Damaged Products

• If a product arrives damaged, do not discard it. Keep it in its original packaging if possible.
• Take clear photographs of the damage and share them with our support team.
• We will offer a replacement of the same item or a full refund for the damaged item.
• A return pickup may be arranged for damaged items at no cost to you.

6. Wrong Item Delivered

• If you receive an item you did not order, contact us immediately.
• Do not open or consume the wrong item.
• We will arrange to deliver the correct item and collect the wrong item at no additional cost.
• If the correct item is unavailable, a full refund for that item will be issued.

7. Missing Items

• If one or more items are missing from your order, report it within 24 hours of delivery.
• We will verify the order contents and either deliver the missing items or issue a refund.
• Provide your order number and a list of missing items when contacting support.

8. Refund Process

• Refunds are processed to the original payment method. For COD orders, refunds will be made via bank transfer or mobile wallet to the account details you provide.
• Refunds are typically processed within 5-7 business days of approval.
• You will be notified via SMS, email, or in-app notification once the refund has been processed.
• Delivery charges are non-refundable unless the entire order is cancelled due to our error.

9. Non-Returnable Items

The following items may not be eligible for return:

• Perishable items that have been opened, used, or not stored properly after delivery
• Items damaged due to customer mishandling after delivery
• Products without original packaging or labels
• Items reported after the 24-hour reporting window

10. Order Disputes

• If a refund request is denied and you believe the decision is unfair, you may escalate the matter by emailing akbaatofficial@gmail.com with additional evidence.
• Escalations will be reviewed by a senior team member within 3 business days.
• Final disputes may be resolved through mediation or, if necessary, in accordance with the laws of Pakistan.

11. Contact

For returns and refund inquiries:

• Email: akbaatofficial@gmail.com
• Phone: 0370-1733771
• Address: Abdul Khalifq Colony, Kasur, Punjab, Pakistan